A New Way Of Patient Experience

Start your final day at NGPX with a high-level conversation that brings the industry’s most senior voices front and center. This dynamic panel features CXOs who have been connecting behind the scenes throughout the event—now coming together to share their most pressing challenges, emerging priorities, and reflections on the current state of patient experience. Hear what’s truly top of mind for today’s executive leaders—and where they see the biggest opportunities for impact. This is your chance to gain real-time insight into the conversations shaping strategy at the highest level. 

• Understand executive priorities and gain clarity on which patient experience initiatives are getting C-suite attention—and why 
• Translate strategic vision into departmental action and learn how to align your team’s efforts with evolving enterprise-level goals and metrics 
•  Anticipate what’s next and walk away with forward-looking insights on where senior leaders see the biggest risks, opportunities, and disruptors in the PX space 

Achieving health equity requires more than policy—it demands intentional, system-wide transformation. This panel brings together healthcare leaders who are actively integrating Diversity, Equity, and Inclusion (DEI) principles into patient experience strategies. Through candid discussions, they will share insights on dismantling systemic barriers, fostering inclusive care environments, and building trust with historically underserved communities.​ 

• Discover practical approaches to embed DEI into patient experience initiatives, ensuring that care delivery is equitable and inclusive. 
• Learn how to identify and address disparities in patient care by leveraging data and community engagement 
• Understand the importance of leadership commitment in fostering organizational cultures that prioritize DEI in every patient interaction

Healthcare workers are healers—but increasingly, they’re also targets. From verbal abuse to physical assault, workplace violence has reached crisis levels, threatening not only staff safety but morale, retention, and the very foundation of patient-centered care. 

In this powerful Fireside Chat, hear from partners on workplace safety as they confront the realities of violence in healthcare settings—and what must be done to change the narrative. Through personal stories, frontline data, and organizational lessons learned, this session will shed light on what it takes to protect your people, support their emotional well-being, and create a culture where safety and experience are no longer in conflict. 

• Understand the root causes and rising impact of workplace violence on staff, patients, and overall experience 
• Explore policies, training, and technology that can proactively reduce harm 
• Learn how leadership visibility and cross-functional coordination are critical to shifting culture and rebuilding trust 

Join us in our new cozy Xperience Lounge Theater—right next to the coffee and snacks—for a series of quick, high-impact sessions designed to inspire and inform. PX leaders will share real-world innovations, successful programs, and actionable insights that drive organizational change while empowering both patients and staff. 

These 10-minute spotlights are designed for easy listening and meaningful takeaways you can bring back to your team. 

Schedule: 

• 9:40–9:50 AM – Partner Spotlight 

In today's rapidly evolving healthcare landscape, the "site of care" is no longer a fixed location but rather a dynamic and patient-centered concept. This keynote address by Kayla Carey, Chief Operating Officer of Ambulatory Anesthesia Care, will explore innovative strategies for designing and optimizing the site of care to enhance the patient experience, improve outcomes, and drive value. Drawing on her expertise in ambulatory care, she will discuss how to leverage technology, personalize treatment plans, and empower patients to receive care in the most appropriate and convenient setting for their individual needs. 

• Analyze the evolving concept of the "site of care" and its implications for patient experience, quality, and cost-effectiveness 
• Explore strategies for leveraging technology and data to personalize treatment plans and optimize the site of care selection for individual patients 
• Discover best practices for designing patient-centered care pathways that empower patients, improve access, and enhance satisfaction across diverse care settings

Too often, Environmental Services (EVS) is viewed solely through the lens of cleanliness and compliance. But in reality, EVS staff are among the most frequent points of contact for patients—and play a critical role in shaping perceptions of safety, hospitality, and dignity. 

In this powerful keynote, Lou Montana-Rhodes shares how ECU Health has reimagined EVS as an essential pillar of patient experience strategy. From embedding hospitality principles into training, to building real-time feedback loops and meaningful recognition programs, this session will explore how EVS teams can move from background to frontline impact. 

• Learn how to measure EVS impact on patient perception using HCAHPS, rounding, and service recovery data 
• Discover tactics for training, culture-building, and cross-departmental alignment that empower EVS staff as PX champions 
• Explore results from ECU Health’s experience-driven approach, including improved satisfaction scores, staff engagement, and organizational pride

AI can analyze vast amounts of a patient’s medical history to have a clear picture on the patient’s outcome. This enables healthcare providers to formulate personalized care plans, intervene before an episode, and improve overall patient management. Join this session to as they discuss ethical considerations, practical usage, and future possibilities for AI in patient experience. 

• Analyze how AI algorithms can be applied to predict patient risk, identify potential complications, and forecast individual responses to treatment. 
• Explore practical examples of how AI is being used to develop personalized care plans, tailor interventions, and optimize resource allocation based on predicted patient needs. 
• Discuss the ethical considerations and challenges associated with using AI in clinical decision-making, including issues of bias, transparency, and the importance of maintaining human oversight.

Join us in our new cozy Xperience Lounge Theater—right next to the coffee and snacks—for a series of quick, high-impact sessions designed to inspire and inform. PX leaders will share real-world innovations, successful programs, and actionable insights that drive organizational change while empowering both patients and staff. 

These 10-minute spotlights are designed for easy listening and meaningful takeaways you can bring back to your team. 

Schedule: 

• 11:20–11:30 AM – Partner Spotlight 

Now more than ever, healthcare faces a future marked by uncertainty and rapid change. From shifting policies and emerging technologies to rising patient expectations, the landscape is evolving faster than ever. The question isn’t just how to keep up—but how to lead. 

In this forward-looking session, industry experts will explore the trends, disruptions, and challenges reshaping the future of patient experience. Learn how top organizations are staying agile, centered on the patient, and prepared to thrive in the years ahead. 

• Analyzing the key internal and external factors—including policy changes, economic pressures, and technological disruptions—that are currently impacting and are expected to influence patient experience in the coming years 
• Explore proactive strategies and adaptable frameworks that enable healthcare organizations to navigate uncertainty, maintain a patient-centered focus, and effectively respond to evolving healthcare landscapes 
• Discover innovative approaches and best practices for leveraging technology, fostering a culture of agility, and empowering patients as active partners in shaping the future of their care

Storytelling is a powerful tool for connecting with patients on a human level, fostering trust, and enhancing their understanding of complex medical information. This session will explore how healthcare providers can effectively use storytelling to educate patients, improve adherence to treatment plans, and promote shared decision-making. Attendees will learn practical techniques for crafting and delivering compelling narratives that resonate with diverse patient populations, ultimately leading to improved health literacy and a more positive patient experience. 

• Analyze the psychological and emotional benefits of using storytelling to enhance patient understanding and engagement in their care 
• Develop practical techniques for crafting clear, concise, and culturally sensitive narratives that effectively communicate medical information to patients 
• Explore strategies for incorporating storytelling into various patient education settings, including one-on-one consultations, group sessions, and digital platforms 

As we wrap up our time together, join us for a calming, intentional close to the conference—one that invites reflection, connection, and forward vision. This guided meditation and open sharing circle will help you pause, breathe, and integrate everything you've taken in over the past few days. 

Together, we’ll reflect on the challenges ahead, the commitments we want to make, and the impact we each hope to have. Through mindfulness and shared intention, we’ll center ourselves around one common goal: building a more compassionate, equitable, and human healthcare experience in 2026 and beyond. 

Leave feeling grounded, inspired, and reconnected to your purpose.